Not nearly enough property management businesses ask for customer feedback, according to one leading Western Australian principal.
Suzanne Brown, director of Rentwest Solutions, said when her company sends routine customer satisfaction surveys to her tenants their reaction is usually one of shock.
“Our tenants love being surveyed as it does not seem to be the norm in the industry,” she told Residential Propetry Manager.
“We definitely focus on tenant feedback because it is rare in the industry and many tenants comment on this.
“They even thank us for asking the questions and often they are shocked when they are asked for their opinion.”
Ms Brown currently uses real estate survey program realsatisfied.com to conduct ingoing tenant/owner surveys, exiting tenant/owner surveys and ongoing tenant/owner surveys.
“The information is collected at the beginning of each relationship with Rentwest and throughout the tenancy with both our owners and tenants,” she said.
“I suppose honesty is helped by the fact they feel it is collected by realsatisfied.com. I think if they don’t want to be honest they wouldn’t fill it in.”
Ms Brown said customer satisfaction is always at the forefront of her mind.
“Building a happy client for life is important for customer retention, especially as we do not have a sales arm to fall back on,” she explained.
“We need to retain every single management otherwise it is a cost to the business. We also have a high referral rate of new business from existing clients.”
While much of the feedback is positive Ms Brown knows any negative comments will help her business offer a better service.
“I got one today that was a complaint about a break down in communication between the property manager and a landlord,” she said.
“So in our morning meeting we will discuss ways to rectify that and to make sure it doesn’t happen again.
“I will personally call the landlord to ensure we keep a positive relationship.”